An integrated stochastic multi-criteria acceptability analysis and mathematical optimisation for service marketing
by Hamed Fazlollahtabar; Ermia Aghasi
International Journal of Services and Operations Management (IJSOM), Vol. 17, No. 1, 2014

Abstract: In this paper, an integrated decision model is proposed to aid the marketing team of a company to improve the services. The decision is based on customers' satisfaction measures being related to the different services the company offers to its customers. Thus, a multi criteria (MC) evaluation of the company's performances based on different satisfaction measures is formed. Here, a two stage mechanism is proposed. First, the service purification with respect to some criteria is performed. Due to dynamism of the market changes and customers' opinions, a stochastic multi-criteria acceptability analysis (SMAA) is employed to purify the services. Then, a non-linear mathematical program is utilised to determine the services with more profits. The applicability and validity of the proposed model is illustrated in a case study.

Online publication date: Tue, 17-Jun-2014

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